Table of Contents


Volume 01. General Provisions

Part A. Executive Summary

Volume 02. Maintaining Healthy Business Operations

Part A. COVID-19 Prevention Guidelines Modules

Part B. Phasing of Operations

Part C. Personal Protective Equipment

Volume 03. Workplace Procedures

Part A. Workplace Policy

Volume 04. The New Normal

Part A. Summary General

Part B. The New Normal Examples

Volume 01. General Provisions

Part A. Executive Summary

“Our Why”

(i)      Nothing is more important at Convergint Technologies than the safety of our colleagues and customers. In keeping with our Values & Beliefs, it is our greatest responsibility to ensure that we are never putting a colleague in a situation that could jeopardize their personal safety. This playbook outlines Convergint’s strategy to keep our colleagues and customers safe as we transition back to the CTCs in our post-COVID-19 world.

(ii)     COVID-19 has affected the world, and as much as we all want to return to normal some aspects of business and the office will inevitably change. As we begin to repopulate our CTC’s, we will be social distancing in the office to comply with CDC (Centers for Disease Control and Prevention), OSHA (Occupational Safety and Health Administration) and WHO (World Health Organization) recommendations, and guidelines, as well as mandates issued by states and other governmental authorities.  

(iii)    The WHO advises that all employers need to consider how best to decrease the spread of COVID-19 and lower the impact in their workplace as they begin re-population. While we await relaxation of controls and guidance from the government, best practice is being developed to help us prepare for re-occupancy of our CTC’s. It is critical to build trust and confidence with colleagues to ensure that they feel safe to return. So, what does this mean for the us?

Environmental vs. Behavioral Change

There are two categories of change that will need to occur in the workplace. Environmental changes include those mitigations such as increased airflow, changing HVAC filters or enhanced cleaning regimes. Behavioral changes require the workforce to do things differently, such as applying strict clear desk policies to ensure workstations can be cleaned and social distancing respected within the workplace. Environmental changes are easier and straightforward, but behavioral changes will take time to develop and adapt. With the help of training and most importantly communication we hope to speed up the adaption of these behavioral changes as Convergint’s number one priority is the well-being of our colleagues.

Resources to Support

Compliance Systems

It is an absolute for all colleagues to be engaged in helping to manage and minimize our exposure. There are tools to help manage, areas of strict compliance, and other areas that need to be applied to your environment including office space, colleague’s role, customer needs, etc.

In all cases, local, state, province or country guidelines should be adhered to at all times.

Our goal is to take an approach that is conservative and has an abundance of caution. Our guidelines are to support or compliment all regulatory compliance measures.

There are 3 levels of Compliance:

  • Colleagues: All colleagues will be required to use the Fit for Duty App, This is a requirement (mandatory) every day prior to coming to work at either a CTC/CDC office or a customer site.
  • CTC / CDC Office: All CTC / CDC locations will follow the playbook guidelines. The guidelines have two areas of compliance.
    • Mandatory – All colleagues must follow rules to maintain a healthy business operation as outlined below.
    • Non-Prescriptive – Each location will need to adapt the phasing of colleagues and staging of the office based on local conditions and adherence to compliance guidelines of jurisdiction.
    • Daily Compliance Checklist – Weekly, the CTC or CDC will have a series of questions to review and acknowledge that they comply with all guidelines.
  • Measurement – A dashboard will be used to monitor the Health and Safety of our colleagues and help to ensure we are always compliant. The Dashboard will be available for CTC leadership and / or champion to monitor.

Volume 02. Maintaining Healthy Business Operations

Part A. COVID-19 Prevention Guidelines Modules

Fit for Duty

Complete the Fit for Duty Checklist daily. 

(i)      Perform a temperature check with a thermometer to ensure a temperature less than 100.4 degrees.

(ii)     Have you had direct contact with infectious secretions from a confirmed positive COVID-19 individual including being coughed/sneezed on?

(iii)    Have you had contact within approximately 6 feet for a period of greater than 15 minutes with a confirmed positive COVID-19 individual within the previous 14 days?

(iv)    Have you lived with or provided personal care for a person with a confirmed positive COVID-19 individual within the previous 14 days? 

(v)     Have you been ordered to quarantine by healthcare professional or public health authority within the previous 14 days?

(vi)    Have you experienced indirect or potential exposure risks but are not experiencing symptoms and none of the other risk factors above apply?

(vii)  Do you believe that there are other risk factors not identified above that you believe Convergint should be made aware of to ensure your safety or the safety of others with whom you may come into contact with        

(viii) NOTE: Arriving at either a Customer site or CTC/CDC location affirms completion of the self-assessment

Stay at home when you feel sick or have any symptoms of Covid-19.

(i)      Dry Cough

(ii)     Sore throat

(iii)    Fever above 100.4

(iv)    Chills

(v)     Fatigue

(vi)    or difficulty breathing


  1. Refer to Return to Work Flow excel file, tab titled “Repopulation of Office” for guidelines on the requirements for CTC office space guidelines. Link to this document is provided above. 
  2. Masks are required to be used in office settings in “Essential, Phase One and Two.”
  3. Each office layout is different and there are many variables to consider such as office layout, cubical height, breakout room layout, etc.
  4. Colleagues should consult with their CTC leadership team on guidance regarding exceptions to wearing a mask (i.e., eating, working alone in a cubicle/office, etc). This will allow local leadership to address any unique concerns regarding their CTC layout and local city/state considerations.

Personal Hygiene

(i)      Frequently wash your hands with soap and water for at least 20 seconds. When soap and running water are unavailable, use an alcohol-based hand rub with at least 60% alcohol. Always wash hands that are visibly soiled.

(ii)     Avoid touching your eyes, nose, or mouth with unwashed hands.

(iii)    Practice good respiratory etiquette, including coughing and sneezing into your elbow (not your hand).

Social Distancing

(i)      Stay a minimum distance of 6 feet (2 meters) away from other colleagues and people

(ii)     Avoid close contact with people who are sick

(iii)    Clean and disinfect frequently touched objects and surfaces

Pre-Job Risk Assessment

(i)      We want to do everything we can to mitigate risk surrounding COVID-19. In the event we are going to a location or geographic area that is known to have been hit with a verified case, or, in the case we know it’s a higher risk customer site like healthcare providers and/or airports:

(1)    On our service team, coordinators are to communicate with the customer to verify they have a mitigation plan to address risk of exposure for contractors and service providers

(2)    On our operations team, PM’s, PC’s and FTL’s are to communicate with the customer to verify they have a mitigation plan to address risk of exposure for contractors a service

(3)    On our sales team, are to communicate with the customer to verify they have a mitigation plan to address risk of exposure for contractors and service providers

Washing Hands

(i)      Colleagues should follow proper handwashing techniques. Visit CDC’s handwashing resource page for more information.

(ii)     Make sure colleagues are washing their hands frequently and at the appropriate times. For example, but not limited to:

(1)    Before starting work

(2)    Every time they change gloves

(3)    After treating a cut or wound

(4)    After using the toilet

(5)    After blowing their nose, coughing, or sneezing

Part B. Phasing of Operations

Section Summary

The intent of this section is to serve as a guide and a tool for CTC leadership on how and when to repopulate CTC colleagues and office spaces.  State and local guideline should be considered when making these decisions; however, timing of implementation is the decision of CTC leadership. 

Below are the phases recommended to be used when repopulating your CTC’s

(i)      Essential Phase: 

(1)    The initial startup phase and only for those colleagues supporting the CTC to monitor conditions and daily operations.

(ii)     Phases 1-2:

(1)    These are transitional phases and activities to repopulate the CTC based on forward progress and determined by CTC

(2)    Leadership monitoring market conditions as well as state and local guidance.

(iii)    Phase 3:

(1)    This is a transitional phase back to the new normal operations and is determined CTC Leadership monitoring market conditions as well as state and local guidance.

In the COVID-19 Return to Work Guidelines Excel file there is a tab that will provide some things to consider that will help you determine the phasing of colleagues and the office.  See below for link to file.

CDC / CTC office categories are general categories that are meant to be applied to your office space.  We added common category areas as a guide. 

Phasing of each CTC is market dependent and is meant to be a guide.  Local, state, province and country guidelines will dictate level of phasing and compliance measures. Safety, compliance and change management need to be considered. We want to consider a conservative, slow, and steady approach to repopulation.

Office Environment

If a colleague has been designated as “Fit for Duty”, a wallet card can be used as a communication tool with our customers or partners. It certifies that they have passed our COVID-19 health assessment.   It can be used to communicate with customer or partner and to understand if their facility or sites are safe, in compliance or have additional requirements

There will be 3 levels of oversite to managing and evolving our guidelines.

(i)      Executive Steering Committee – This will consist of CTC and CDC executive leadership that will continue to monitor policies and information as they are learned.  They will modify this guideline based on new information or feedback that is received from our field organization.  In addition, they will work to continue to provide direction of new tools or process such as Dashboard.

(ii)     CTC / CDC Office Committee – Each location will designate a team of individuals that represent different positions.  They are responsible for guidance, training, and adherence to all areas of guidelines

(iii)    CTC Health and Safety Champion – This may be the existing safety coordinator.  This person is responsible as the Single Point of Contact for the location.  They will be responsible to training and certification of each colleague on each tool, training of the use of PPE, and monitoring daily compliance of each CTC.  They will also work with other champions for sharing of information and as the SPC for all new policies as they become available.

Team Communication

(i)      In general – continue to over-communicate to the team leaving nothing to chance moving forward.  History during this crisis has proven to be an evolving situation.  Our plans need to learn from the past while anticipating the future.

(ii)     Leadership is required now more than ever.  Focusing on motivating & inspiring the local team is essential to our culture, colleague confidence and continued success during what will remain an unprecedented period for some time to come.

(iii)    Performance Management – Remains essential to the health and wellbeing of the business and continued success of the team.  Continued focus on cash as a priority while evolving expectations for the future. (Business and colleague performance/development cannot be put on hold as we move forward)

(iv)    Kubler-Ross Change Curve – Only when the workforce of an organization makes personal changes, or transitions can the company move ahead and reap the benefits.

CDC-Level Communication

Initial message from CEO Ken Lochiatto. 

(i)      CDC support striking the balance between needs of the business and safety/comfort for all colleagues

(ii)     Re-populating is not a race and will evolve over time always practicing an abundance of caution

(iii)    Colleague/customer safety at the forefront of all processes

(iv)    State/local/CDC guidelines will be strictly adhered to

(v)     Specific plans to be rolled out from Region / CTC leadership

(vi)    Environmental & Behavioral Changes – New CTC Norm

(1)    Environmental vs. Behavioral Change

1.      There are two categories of change that will need to occur in the workplace. Environmental changes which include those mitigations such as increased airflow, changing HVAC filters or enhanced cleaning regimes. Behavioral changes require the workforce to do things differently, such as applying strict clear desk policies to ensure workstations can be cleaned and social distancing respected within the workplace.  Environmental changes are easier and straightforward, but behavioral changes will take time to develop and require colleagues to adapt.  With the help of training and most importantly communication we hope to speed up the adaption of these behavioral changes as Convergint’s number one priority is the well-being of our colleagues.

2.      We are no longer managing a crisis, and we need to lead our business.

Regional Communication

  • Regular video conference / update from RVP (RVP determines cadence)
  • Safety first message
  • Positive support
  • Update progress
  • Re-enforce local guidelines

CTC-Level Communication

  • GM/Leadership Team communication cadence determined locally
  • Proceed with caution and not rush to repopulate
  • Daily management
  • Ensure that all COVID 19 preparations are in place
  • Reference newly created “Return to Work Processes”
  • Maintain the “COVID 19 Prevention Plan is being followed”
  • Establish teams / flow chart to verify that every colleague is touched each day
  • Weekly video safety meeting (15 -20 min) for all field colleagues
  • Touch a general safety topic & COVID centric topic
  • Update team on re-population process as it affects front line colleagues
  • Weekly video meeting for office colleagues
  • Check pulse
  • Give colleagues an opportunity to participate in enhancements to the process
  • Ensure F&L/Culture committees evolve into new norm & keep the team connected.
  • Virtual town halls, lunches, happy hours, supported by RVP and guests/CDC as required to continue

General Notes

  • Important to make sure responsible person is assigned for give coverage to all colleagues
  • GM led initial discussion with CTC Supervisors / Team Leads
  • Have local leaders review the Centers for Disease Control publications for reference
  • Kubler-Ross Change Curve

Part C. Personal Protective Equipment (PPE)


All colleagues need to be trained and instructed on the proper use of PPE.

Face Covers – Medical Masks – N-95 Respirators – Face Shields – Non-Sterile Exam Gloves

Face Covers – Center for Disease Control Recommends wearing cloth face covers when out in public. Cloth face coverings should:

(i)          Fit snugly but comfortably against the side of the face

(ii)         Be secured with ties or ear loops

(iii)        Include multiple layers of fabric

(iv)        Allow for breathing without restriction

(v)         Be able to be laundered and machine dried without damage or change to shape


Medical masks if available should be worn when out in public.

(i)      Fit snugly but comfortably against the side of the face

(ii)     Be secured with ties or ear loops

(iii)    These are disposable and should be discarded properly in the trash when done.

N-95 Respirators For use in higher risk sites

(i)      N-95 use must be on a volunteer basis


(ii)     A copy of OSHA Appendix D (voluntary use of respirators) needs to be given to the colleague. The Cal-OSHA document meets and exceeds the federal standard and can be used by all US colleagues.

(iii)    The Convergint document on voluntary use of respirators needs to be signed by colleague and manager and kept on file.

(iv)    Fit-testing N-95 masks


Clear Plastic Face Shields

When field colleagues are required to work within the 6’ social distancing requirement, they wear face shields over the top of the face covers/respirators. This adds a physical barrier for increased protection.

(i)      Face shields that secure to the hardhat should be used to maintain all PPE requirements.

(ii)     Disinfectant wipes or other sanitizing methods should be used before and after use.

Non-Sterile Exam Gloves

A combination of a proper handwashing routine and proper use of disposable gloves is the best way to minimize risks. In addition, colleagues should wash their hands before placing every new pair of gloves on. Gloves alone will not prevent contamination without being used in combination with handwashing. Covering up contaminated hands is not the answer, removing the contamination first and then switching gloves frequently to eliminate cross contamination is.

Glove Tips

Have multiple sizes of gloves: It is important to have gloves that fit all colleagues hand sizes. If gloves are too small, they can tear, while gloves that are too big can fall off easily.

Colleagues should use the proper glove removal technique. Donning and duffing gloves:


Make sure employees are changing gloves at appropriate times. For example:

(i)      If they tear

(ii)     Before beginning a new task

(iii)    Every four hours doing the same task

Handwashing Tips for using gloves:

(i)      Work Gloves

(1)    Work that does not involve cut hazards can be done with standard rubber dipped cloth gloves. This is going to be the most cost effective, while offering the most protection. Both from normal work hazards as well as virus hazards. Work gloves can be sanitized with disinfectant spray and air dried.

After removing PPE, always wash hands with soap and water for at least 20 seconds, if available. Ensure that hand hygiene facilities such as a sink or alcohol-based hand rub are readily available at the point of use or adjacent to the PPE removal area.

COVID-19 PPE and Supplies – All Colleagues – Office & Field:

COVID-19 PPE and Supplies – All Field Colleagues:

COVID-19 PPE and Supplies – All Field Colleagues – High Risk:

Volume 03. Workplace Procedures

Part A. Workplace Policy

Colleague Orientation

(i)      Every colleague needs to have a health and safety orientation that reviews COVID-19 guidelines.  This orientation should be led by Health and Safety Champion.  Guidelines include their participation in the Fit for Day App, review of guidelines, action if not fit for duty, and review of the office procedures.  As the CTC / CDC moves into another phase, instructions need to be provided on changes of procedures. 

(ii)     Orientations can be done as a part of general assembly or town halls.

(iii)    Champion needs to maintain a log and general outline of the orientations.  

New Colleagues

(i)      All new colleagues need to have the same orientation as described above in “colleague orientation” as a part of on boarding.  This needs to be provided on their first day.

(ii)     Prior to their starting work, they need to be set up for the Fit for the Day app.   Email should be provided with instructions.

Contract or Temporary Colleagues

(i)      All contract or temporary colleagues need to have orientation and set up as described in the training section of this document.

Sick and At-Risk Colleagues

At-Risk Colleagues

(i)      Be aware that some colleagues may be at higher risk for serious illness such as older adults or those with chronic medical conditions.  Consider minimizing face-to-face contact between these colleagues or assign tasks that allow them to maintain six (2 meters) feet from other workers, customers, and visitors.  Consider telework if possible.

Separate Sick Colleagues

(i)      Colleagues who appear to have symptoms upon arrival at work (see above) upon arrival at work or who become sick during the day should immediately be separated to safe room from other colleagues, customers, visitors and sent home.

(ii)     If a colleague is confirmed to have COVID-19, you should notify HR immediately for proper procedures and maintain confidentiality as required by the ADA.

Working from Home Guidelines

Guideline Summary

(i)      Prep for the day (pre-work readiness)

(ii)     Morning ritual (shower, dress, breakfast) as though you are preparing to drive to the office or customer site

(iii)    Perform daily fit-for-duty test

(iv)    Start your workday on time each and every day


(i)      Comfortable chair important to maintain proper posture/support

(ii)     Workspace

(1)    Space for computer, monitor, mic/speaker and space for documents and work area

(2)    Proper lighting and ventilation


(i)      Morning sunrise call to team

(ii)     Daily touch downs with supervisor and direct reports

(iii)    Use of communication tools (Teams, Skype, Zoom, email, and phone) as required and appropriate for colleague and customer interactions

(iv)    Access to local printer at home to print/sign/scan items as required

Travel Policy

(i)      Restricted during Essential Period

(1)    All interoffice travel is restricted during the Essential Period                                                                       

(ii)     Phase One- Seek Approval

(1)    During this phase seek VP approval before doing any interoffice travel, as each office may be in a different phase of restrictions.

(iii)    Phase Two- Minimize to the greatest extent

(1)    Verify that travel is necessary prior to scheduling. Review all other options.

(2)    Seek preapprovals from the office or customer being visited prior to scheduling.

(iv)    New Normal- Consider all other options

(1)    Consider the perception and opportunity to bring in subject matter experts if this is a customer meeting. If this is a business process meeting, consider inviting others virtually to maximize information sharing.                

Cleaning and Sanitation

Cleaning Supplies for Colleague Use

(i)      Touchless hand sanitizers at entry / exit locations / washrooms.

(ii)     Disinfectant wipes for colleagues use at desktop.

Colleague’s Role in Maintaining Their Personal Workplace

(i)      Adhere to colleague workstation assignments as outlined by CTC phasing to ensure social distancing.  Respect A Team / B Team rotations.  Do not come to workplace out of assigned rotation.

(ii)     Regular personal cleaning/disinfection by the colleague of their assigned workstation.  Including desktop, Especially personal use items such as Keyboard, Phone, Desktop.  Requires that disinfectant wipes be available to colleagues.
(iii)    Pay attention to high touch areas:

(1)    Tables and desks

(2)    Countertops

(3)    Chair-backs and Chair-Arms

(4)    Doorknobs

(5)    Light switches

(6)    Cabinet pulls and handles

(iv)    Colleagues shall implement and maintain a clean desk policy.  This allows for proper cleaning of their workstation / workplace by themselves and by our cleaning staff.  Desktops shall be free of clutter, paperwork, and personal items.

(v)     Encourage the use of Teams for Voice Over IP (VoIP) versus physical desk phones (personal use) as they are safer, cleaner option than the traditional phone handset (shared use).

(vi)    No food shall be left at the office.

(vii)  Do not invite others into your workspace.  Do not enter the private workspace of another colleague.

(viii) Reception Areas

(ix)    Reception desk shall be regularly cleaned by the colleague occupying the desk as if it was a personal workstation.  Wipe down guest counters as well as desktop.

(x)     Rearrange or take away seating in the reception area to manage social distancing.

(xi)    Utilize signage and control of entry doors to enforce social distance when visitors

(xii)  To maintain hygiene, remove magazines, corporate swag or pens from the reception space, and keep the hand sanitizer dispensers in plain view.

(xiii) Clean high touch areas after visitors to the office.

Meetings and Gatherings

Restricted during Essential Period

(i)      All meetings and gatherings are restricted during this period.

Phase One- During this period limit meetings or gathers to a minimum quantity and only in an open area.

(i)      Consider all other virtual options

(ii)     Limit meetings to no more than 30 minutes

Phase Two- Limit meetings to open areas and maintain social distancing of 6 feet.

(i)      Consider all other virtual options

(ii)     Remember that meetings may not be socially acceptable to all and allow virtual attendance.

(iii)    Limit meetings to no more than one hour

Consider Safety First

(i)      Social distancing always

(ii)     Hand sanitizers in all meeting rooms and gathering spaces

(iii)    Open doors and spaced seating or standing

Consider Social Acceptance and Perception

(i)      Consider perception by colleagues and customers

(ii)     Be respectful and aware that Safety, Time, and Carbon Neutral are important   

Volume 04. The New Normal

Part A. Summary

We have transitioned to the Next Normal and need to continue to “Act with Intent and Urgency”. The agility and adaptability of Convergint is our strength and differentiator and allows us to not only adapt, but to capitalize on this opportunity to continue the growth and development of our company and culture. We need to collaborate with our colleagues and customers to rethink, realign and respond to the market’s evolving requirements. Our ability to continually focus on our colleagues, customers, embracing and evolving technology and adapting to the market needs are critical to our continued success, growth and development. Welcome to the Next Normal!

Part B. The New Normal Examples

The intent of this section is not to define the actions and activities of the CTC but to provide discussion points that can be revisited during local leadership meetings and used as a basis for the development of your strategic growth plan. The most important aspect of the “New Normal” is challenging yourself and your leadership team to act with intent, urgency, agility and adaptability as we continue to evolve with our customers and the market.

Workflow Considerations

  • The New Normal is based upon the Utilization of Technology
    • With our Colleagues
    • With our Customers
    • For our Business
  • Focus on Strategic Growth and Sales
    • Go on the Offensive in your market!
    • Review your Vision 2023 goals
    • How would you like your business to evolve?
  • Plan, Drive and Perform as a Cash Culture
    • Cash is a team event performed on a daily basis.
    • Is the work executable?
    • Is the work billable?
    • Is the work collectable?
  • Look ahead in 2020 and plan outcome
    • How do we maintain current utilization levels
    • Plan for renewed Growth and EBITDA focus

Colleague Considerations

  • Our colleagues identified new ways of working, overcame unforeseen hurdles and have evolved on how to continue to be our customers best service provider.
    • Don’t go back to the old way: New normal is here
    • Leverage our lessons learned to benefit our colleagues, customers, and business
    • Embrace, engage and drive virtual business tools
  • We have responded prudently, efficiently, and with a focus that exceeded expectations
  • We need to maintain that focus and work to redefine our distributed workplace
  • We will move forward in a safe, prudent, and conservative manner over the next months
  • Continue to keep everyone informed: communicate, communicate, communicate
  • Continue the use of the training and tools provided
    • Sunrise/sunset meetings
    • World leaders training
    • Leverage Advanced Solutions & cyber resources
  • Reminders for the distributed workplace
    • Professional appearance
    • Engaged activity, always use video
    • Determine your plan on a local basis
  • Find your balance with remote business tools
    • Colleague, team & customer engagement
    • Performance management
  • Recruiting, hiring & retention
    • Determine where resources are truly needed
    • Hire slowly & performance manage consistently

Customer Considerations

    • Our success is driven by our culture, adaptability, and agility, which provide us with a unique perspective to be empathetic of our customers’ needs and being their best service provider.
    • Our customers are going through the same process as we are and are simultaneously overwhelmed, seeking clarity and information and working to determine their new normal.
    • We need to act with intent and urgency to inform and educate our customers
      • What is their future state?
        • How will they operate under a new norm?
        • What can we do to be their best service provider?
        • Repopulation of the Customer Work Environment
      • Embrace and Leverage Convergint Resources
        • Advanced Solutions
        • Cyber Assurance
        • SLED team
        • Signet
  • Evaluate your Customer Portfolio and determine the appropriate balance
    • Does your Customer portfolio align with Vision 2023 plan for your CTC?
    • What is the right customer mix/balance for the CTC?
    • Identify, target and acquire strategic customer relationships
      • Develop long-term plan to acquire customers
      • Hire, align, and train colleagues to vertical or market needs
    • Think outside the CTC
      • Leverage Convergint resources and develop a team approach
      • How can the region, CDC, or Convergint Nation help and support you?
      • What do our Vendor Partners bring to the strategy?